Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,695 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

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Metrics

4.7

Based on 2,695 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 44%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

Visit Website

Phone:

89393800

Email:

sarah.massouh@willowandhall.co.uk

Location:

Regal House, 70 London Road, Twickenham
TW1 3QS

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We bought a Sofabed from them in 5yrs ago. It’s still great to use. When used as a bed it is really comfortable. Great quality!”

Helpful Report

Posted 3 years ago

“Bought my sofa bed five years from this company. Still looks great, very happy with it. Quality piece of work.”

Helpful Report

Posted 3 years ago

“Non-existent customer service following ordering!! Usual timescale 4-5 wks, Covid advised timescale 10-12 wks, currently at 16wks and no replies to emails etc to provide an update. So disappointed following the excellent range of both sofas and fabrics and made in the UK. Communication is the easiest thing to get right when you have a good product and this company has a severe lack of communication and awareness of customer service.”

Helpful Report

Posted 3 years ago

“We looked for a bed settee which didn't look or feel like a bed settee when not in use . Willow and Hall had just what we were after and when the kids stop over they fight to be the ones to sleep on it ! We have slept on it many times and always sleep soundly . As a settee it's used every day and no one guesses it's a bed settee . We would definitely recommend Willow and Hall!”

Helpful Report

Posted 3 years ago

“Customer service was good, delivery good also, but sofa not comfortable. Sitting on it in show room is different to ‘lounging on it’. The width of the seat is about 10cm too short for curling up or lying comfortably. I bought feather wrapped seat cushions but they have never been particularly comfortable. I should have returned within the period and rang to do so but was told that sofa would become more comfortable as we use it. Unfortunately not so. Style looks good, good fabric, but not comfortable. I am looking for a new sofa now. Expensive mistake.”

Helpful Report

Posted 3 years ago

“We bought our sofa bed two years ago and are still really pleased with it - it still looks as good as new and friends & family have commented it's the best sofa bed they've ever slept on!”

Helpful Report

Posted 3 years ago

“My contact with this company was fine, and my sofa bed was delivered within the time period they had promised. However the delivery was not as straightforward! I had ensured that the sofa would fit through my front door as it is a tight corner, but the delivery guys could not at first get it through this space. However after about 30 minutes and some thought they removed the protective plastic covering ( with agreement from me) so they could slide the sofa in. Once installed they then advised if I was moving out that I could unbolt one of the arms so it would slip out easily. My question was if they knew this why didn't they do that in the first place!?!”

Helpful Report

Posted 3 years ago

“We ordered two sofas back in March, and have been hit by delay after delay and still yet to receive either sofa and no idea when they will arrive. The customer service has been awful from start to finish - there’s no answers to emails, long waits on the phone to speak with someone, who lie to you with promises of updates that we never receive. After phoning again for about the fifth time we were told a couple of weeks ago that one sofa was ready but still in the manufacturer’s warehouse so we were told someone would get the sofa out of the warehouse to arrange delivery. Once again we were not contacted back so we called again and were told that nobody had actioned this request and the warehouse is now closed for summer holiday so nothing can be done for at least another 2 weeks. We asked for compensation having spent over £5000 and have been offered only £60, which is truly insulting given the problems and delays thus far. We are currently in the process of raising a complaint through the citizen’s advice bureau. Avoid this company at all costs otherwise you will make an expensive and time-consuming mistake when there are plenty of better companies out there who treat their customers in the way they deserve. I’m sure this company were once good but be aware that all of the positive reviews are ‘invited’ and are from products from several years ago, whereas all reviews about recent service are extremely negative.”

Helpful Report

Posted 3 years ago

“The service was excellent. The bed settee we bought is of very high quality and easy to assemble. Two years on we are very happy with the purchase.”

Helpful Report

Posted 3 years ago

“Unfortunately, we had a bad experience. Firstly, we loved the look of the sofa and wanted to pay more for quality and comfort. In terms of the purchase and delivery, all went smoothly. We opted for a sofa bed but never use the bed because the fold out bar causes a ridge in the bed that it doesn't lay flat and is uncomfortable. The sofa itself is uncomfortable and could be made comfortable by having foam bases topped with feather so that you don't feel the sofa bed underneath digging into you legs and bum. I appreciate you have to plump feather cushions and I have done so, as recommended by Willow and Hall, only to find that the sofa cushions are fraying at the seems. Meaning that we will have to get it reupholstered after just 2 years. We also had to request an arm cover that should have been included. I had to pay extra for this and when it arrived, it was made for a right arm and not a left one, so it's of no use. I contacted Willow and Hall but they never refunded for the arm cover or offered any assistance or compensation. A very disappointed customer and we won't buy from them again.”

Helpful Report

Posted 3 years ago

“SAVE YOURSELF THE HASSLE AND AVOID They took my money, quoted me 10-12 weeks to deliver, were a nightmare to deal with (unresponsive & false promises) and finally delivered only half a sofa after 22 weeks. Now they can’t tell me where the rest of my order is and aren’t responding to my calls and emails.”

Helpful Report

Posted 3 years ago

“best quality honestly.. and good design.. hands down”

Helpful Report

Posted 3 years ago

“We have now had the double bed setee and armchair for two years and they look as good as new (unlike us). Fussy daughter was really happy with the bed and it is really easy to manoeuvre down and back. Very pleased with how these have worn despite letting two grandchildren bounce all over them.”

Helpful Report

Posted 3 years ago

“We were familiar with Willow & Hall as a much-respected local asset. Their products are all top notch and they offer very personal help & support to choose the right one. We needed a double pull-out sofa bed for a small space and they had the perfect piece, we've been delighted with it. It looks good and the bed is amazingly comfortable. Delivery was on time & went smoothly. Thank you, Willow & Hall!”

Helpful Report

Posted 3 years ago

“Disappointed to say we have had very poor service from willow and hall, with little interest or support from customer services. The fabric on our sofa bed and sofa look really tired after only a couple of years and we’d expected A LOT better for such expensive furniture.”

Helpful Report

Posted 3 years ago

“Customer service was excellent, communication clear and friendly. Delivery on time. Sofa bed is beautifully made, very good quality.”

Helpful Report

Posted 3 years ago

“Excellent product.Nothing to complain about It arrived on time. It was installed easily It was good to sleep on for my guest and it continues to look very good!”

Helpful Report

Posted 3 years ago

“After buying a real fixer upper of a flat, we had to do a lot of work to it and make constant decisions in the journey to making it a comfy place to live - I can happily say that buying our sofa from Willow & Hall has been one of the absolutely best decisions of the bunch! Getting to try different cushion types at the store and scoping all the different fabrics made it so much easier to choose, and the detailed measurements provided including door width requirements were extremely helpful. The delivery was on time, and the quality of the sofa is truly unparalleled. I got my sofa in the summer of 2019 and it looks brand new to this day, despite my cats best efforts to contrary! It takes heavy use so well, and the sofa bed part is really easy to use and very comfy!”

Helpful Report

Posted 3 years ago

“We really had trust that Willow and Hall sofas/sofabeds would be the best or right up there with the best. We received some lovely samples of fabrics. Their prices are unfortunately expensive so when we saw a ‘Bisford Corner Sofa Bed’ for sale on a popular website being sold as ‘ex display or other’ at a price we could afford we bought it. However, it is the most uncomfortable sofa we have ever had and we are in our late sixties so have sat on a few sofas in our time. The seats we. have are the most expensive option i.e duck feathers and when we enquired to Willow and Hall about the possibility of buying some foam to replace the feathers, the quote was expensive and not knowing if that would solve the problem we decided to keep the feather cushions. They are very, very uncomfortable. Not sure if it is just the cushions or the design of the sofa but it is just not a comfortable sofa ( the bed itself is ok ) Please, if you want comfort, be very mindful of your choices . We did not buy direct from Willow and Hall but we did buy one of their products which unfortunately we cannot recommend.”

Helpful Report

Posted 3 years ago

“Same experience as other recent customers but after a lot of pushing and complaining was offered compensation for delay by good customer service and sofabed was eventually delivered. First time of opening found it was broken. Mechanism looks poor quality. Have complained and waiting for response but in meantime bed is unusable. Not a happy customer but waiting to see if they are prepared to remedy problem. If not it’s going back.”

Helpful Report

Posted 3 years ago

Willow & Hall is rated 4.7 based on 2,695 reviews